Senior Manager, Customer Experience
Core
Building a proactive customer experience engine by synthesizing Voice of Customer data, defining service channel strategies, and leading operational teams to drive end-to-end improvements in life insurance and technology.
Role type
Senior Manager, Customer Experience
Builds
CX processes, tools, voice-of-customer channels, and service channel strategies
Domain
Life insurance and technology
Required skills
Customer experience leadership, Voice of Customer platform ownership, cross-functional roadmap execution, data synthesis from CRM/support platforms, people leadership for multi-function teams, service channel strategy definition
Preferred skills
Experience scaling customer experience functions, influencing roadmap prioritization without direct authority, hands-on data validation
Technologies
Salesforce, Voice of Customer platforms
Responsibilities
Own and execute a prioritized CX roadmap spanning process, technology, product, and marketing; Synthesize customer insights from VoC data, complaints, and escalations into a clear point of view; Validate VoC platform taxonomy and reporting; Define and evolve service channel strategy; Lead CX operational teams to scale; Partner on customer surveying strategy; Pull and validate core reporting directly from Salesforce and other platforms